Return & Exchange Policy

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Thank you for choosing TianaHair. We are committed to ensuring your satisfaction with every purchase. If you need to make a return or exchange, please refer to the following policy.
 

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled, you will get a full refund. We cannot cancel the order if the product is already shipped out. 

 

Return and Exchange Conditions and Fees

Customers can request a return or exchange within 30 days from the date of receipt.

  • Condition of Goods: Returned or exchanged items must be in their original state, unworn, unwashed, unaltered, and complete with all packaging, accessories, manuals, and tags.
  • Reasons for Return：Here are the guidelines for determining who is responsible for the shipping costs during the return and exchange process under different circumstances.
Reason
Fee Assessment
Description
Product Quality Issues
Sellers
For items with clear defects or damage
Seller Error (wrong shipment, etc.)
Sellers
Wrong item or specification sent
Personal Preference (dislike/unsuitability)
Buyers
Voluntary returns by customer
Incorrect Order
Buyers
Customer ordered the wrong item

 

Return & Refund Process

A. Refund for Orders Not Yet Shipped
  1. Buyer Contacts Customer Service Team:
    • Explain the refund request.
    • Provide your order number, product details, and reason for the refund.
    • We recommend contacting us via email at help@tianahair.com.
  2. Agreement on Refund:
    • Both parties discuss and agree on the refund details.
    • Confirm if the items in the order have been shipped, the refund amount, and whether the original items will still be shipped.
  3. Seller Processes Refund:
    • The seller initiates the refund process in the system.
  4. Refund Issued:
    • The refund will be returned to the buyer's account via the original payment method within 7-15 business days.
B. Refund and Return for Shipped Orders
  1. Buyer Contacts Customer Service Team:
    • Explain the return and refund request.
    • Provide your order number, product details, and reason for the return and refund.
    • We recommend contacting us via email at help@tianahair.com.
  2. Agreement on Return and Refund:
    • Both parties discuss and agree on the return and refund details.
    • Confirm if the return conditions are met, who is responsible for return shipping costs, the refund amount, and the return shipping address.
  3. Buyer Ships the Product Back:
    • The buyer ships the product to the seller’s provided address and informs the seller of the shipping details (carrier, tracking number, etc.).
  4. Seller Inspects the Product:
    • Upon receiving the returned product, the seller inspects it.
    • If the inspection is satisfactory, the seller initiates the refund process in the system.
  5. Refund Issued:
    • The refund will be returned to the buyer's account via the original payment method within 7-15 business days.

 

Special Instructions

  • Unauthorized Returns: Returns cannot be made without contacting us first, as the return address may differ from the original shipping address. Failing to contact us in advance may result in an inability to guarantee a refund.
  • Order Cancellation: Orders can be canceled before they are shipped; once the goods are dispatched, you can only return them after receipt following the normal return process.
  • Refunds: Refunds will be processed back to your original method of payment. The time it takes for the refund to post to your account depends on your issuing bank's processing times, generally 7-15 BUSINESS DAYS. If your card has expired, please contact your card issuer for assistance.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at help@tianahair.com. Please contact our Customer service at help@tianahair.com to get the return address.

 

Disclaimer

  • Non-Quality Related Returns: For returns not related to quality issues, the product must remain unused and in complete packaging. If the returned product does not meet these conditions, we reserve the right to refuse the return.
  • Color Variance: There may be slight color differences due to variations in monitor displays, which are not considered quality issues.
  • Incorrect Address: If a return is due to an incorrect or incomplete address provided by the customer, related costs must be borne by the customer.
 
If you have any questions or need assistance, please contact our customer service team at help@tianahair.com. We are always here to help resolve any issues you may have.